500-052 Deploying Cisco Unified Contact Center Express Questions and Answers

 Cisco Unified CCX Standard license includes the database steps library, which allows the script to access and manipulate data from external databases using SQL queries. The database steps library can be used to create, update, delete, or query records from any JDBC-compliant database, such as Microsoft SQL Server, Oracle, or MySQL. The database steps library can also be used to store session data, such as caller input or agent information, in a database table for later retrieval or reporting. The database steps library is useful for creating dynamic and personalized applications that can interact with external data sources.

The other options are incorrect because they are not included in the Cisco Unified CCX Standard license. The ICM steps library is only available with the Cisco Unified CCX Premium license, and it allows the script to integrate with the Cisco Unified Intelligent Contact Management (ICM) system for routing and reporting purposes. The email steps library is also only available with the Cisco Unified CCX Premium license, and it allows the script to send and receive email messages from customers or agents. The document steps library is available with the Cisco Unified CCX Enhanced or Premium licenses, and it allows the script to read and write documents from the local file system or a remote server using FTP or HTTP protocols. The document steps library can be used to store or retrieve data in XML, CSV, or plain text formats. References := Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) SU3, Chapter 2: Unified CCX Editor Step Reference, Database Steps, page 2-15.

 The Cisco Unified CCX license MAC is generated based on the hostname, IP address, and gateway address of the Unified CCX server. These are some of the system parameters that affect the license MAC, which is different from the physical MAC address of the system. Changing any of these parameters can invalidate the current license files. The Cisco Unified CCX version and the physical MAC are not used to generate the license MAC. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

According to the Cisco Finesse Administration Guide, Release 12.0 (1), Finesse supports the following number of phone books:

• 10 global phone books
• 300 team phone books The system supports a total of 50,000 contacts. The total number of contacts per agent across all phone books is limited to 15001. This means that an agent can access up to 1500 contacts from the phone books that are assigned to them. If an agent has more than 1500 contacts, only the first 1500 will be loaded and displayed on the Finesse out of the box phone book gadget2. If a custom gadget is built using the Finesse API, it can show all the contacts by using the range feature of the API and grabbing 1500 increments3. References:
• 1: Cisco Finesse Administration Guide, Release 12.0 (1) - Manage Phone Books [Cisco Finesse] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0101.html)
• 2: Finesse Phone Book Limitation - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-limitation/td-p/3480616)
• 3: Finesse Phone Book Import API and Limitations - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-import-api-and-limitations/td-p/3946106)

The invalid deployment option for Cisco Unified Contact Center Express is two Cisco Unified Contact Center Express clusters, each with two nodes, connected to the same Cisco Unified Cisco Unified Communications Manager cluster. This option is not supported because Cisco Unified Contact Center Express does not allow multiple clusters to share the same Cisco Unified Communications Manager cluster. Each Cisco Unified Contact Center Express cluster must have its own dedicated Cisco Unified Communications Manager cluster1.

The other options are valid deployment options for Cisco Unified Contact Center Express:

• A two-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager cluster. This option is supported and provides high availability and redundancy for both Cisco Unified Contact Center Express and Cisco Unified Communications Manager. A two-node Cisco Unified Contact Center Express cluster consists of a primaryand a secondary node that can synchronize data and take over the call processing in case of a failure2.
• A one-node Cisco Unified Contact Center Express cluster connected to two Cisco Unified Communications Manager clusters. This option is supported and provides redundancy for Cisco Unified Communications Manager. A one-node Cisco Unified Contact Center Express cluster consists of a single node that handles all the call processing and administration functions. A one-node Cisco Unified Contact Center Express cluster can connect to two Cisco Unified Communications Manager clusters using the Intercluster Lookup Service (ILS) feature3.
• A one-node Cisco Unified Contact Center Express cluster connected to a Cisco Unified Communications Manager Express router. This option is supported and provides a cost-effective and simplified solution for small and medium-sized businesses. A one-node Cisco Unified Contact Center Express cluster can connect to a Cisco Unified Communications Manager Express router using the Skinny Client Control Protocol (SCCP) or the Session Initiation Protocol (SIP)4.

References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco

 The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to estimate the hardware server resources that are required for a Cisco Unified CCX deployment. The tool covers sizing for various components and features of the Unified CCX system, such as call control, contact center, voice messaging, conferencing and collaboration, presence, and voice gateways. The tool also provides recommendations for the optimal virtual machine (VM) configuration and placement based on the user input and the sizing rules. The tool can generate a sizing report that includes the details of the hardware and VM requirements, as well as the network bandwidth and power consumption estimates. References: Cisco Collaboration Sizing Guide - Sizing Tools Overview 1 and Using the Cisco Collaboration Sizing Tool 2

Cisco Finesse supports the use of custom call variable layouts to define how call variables appear on the Finesse agent desktop. The agent desktop determines which layout to use based on the value of a keyword variable that is named user.layout. This variable is passed to the agent desktop via the Set Enterprise Call Info step in the CCX script. The value of the user.layout variable must match the name of the custom call variable layout that is configured in the Finesse Administration page. If no user.layout variable exists, or if the value does not match any custom layout, the default layout will be used12

References: 1: Cisco Finesse Administration Guide, Release 12.5 (1) - Call Variables Layouts [Cisco Finesse] - Cisco 1 2: How to apply new ‘Call Variables Layout’ to desktop layo

The maximum number of concurrent agent web chat sessions that are supported on the highest class server is 50. This means that each agent can handle up to 50 simultaneous web chat contacts on a server that meets the highest specifications for Cisco Unified Contact Center Express (UCCX). The highest class server for UCCX is the Cisco Unified Computing System (UCS) C240 M5, which supports up to 400 agents and 400 IVR ports1.

The other options are not correct because:

• A. 75 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 75 is the maximum number of concurrent agent web chat sessions that are supported on the second highest class server, which is the Cisco UCS C220 M5. This server supports up to 300 agents and 300 IVR ports1.
• B. 25 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 25 is the maximum number of concurrent agent web chat sessions that are supported on the third highest class server, which is the Cisco UCS C220 M4. This server supports up to 200 agents and 200 IVR ports1.
• D. 120 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 120 is the maximum number of concurrent agent web chat sessions that are supported on the entire UCCX system, regardless of the server class. This means that the total number of web chat contacts across all agents cannot exceed 1202.

References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Features Guide, Release 12.5(1) - Web Chat [Cisco Unified Contact Center Express] - Cisco

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

The On Exception Goto step can be used to trap runtime script errors and recover gracefully. This step allows the script to handle exceptions that may occur during the execution of the script, such as ContactInactiveException, DatabaseException, or DocumentException. The step specifies the type of exception to catch and the label to jump to when the exception occurs. The label can be any valid label in the script that marks the beginning of a recovery or cleanup section. For example, the script can use the On Exception Goto step to catch a ContactInactiveException and jump to a label that logs the call details and ends the script. This way, the script can avoid looping or crashing when the contact is dropped or disconnected. For more information on how to use the On Exception Goto step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: On Exception Goto Step. References:

• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: Exception Handling

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, the embedded browser feature is disabled on the Cisco Agent Desktop. The embedded browser feature allows the agent to view web pages or applications within the Cisco Agent Desktop window, such as customer information, scripts, or web chat. However, this feature requires the Cisco Unified Communications Manager to provide CTI data to the Cisco Agent Desktop, which is not supported by the Cisco Unified Communications Manager Express. Therefore, the embedded browser feature is not available when using Cisco Unified Communications Manager Express as the call control system. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) SU3, Chapter 2: Preinstallation Tasks for Cisco Unified CCX, Cisco Unified Communications Manager Express, page 2-11.

To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats. This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component1. The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign. The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required2. Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page4. Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1), page 2-3.

A Contact Service Queue (CSQ) is a logical grouping of agents that share similar skills and can handle similar types of contacts. A CSQ is defined by three main fields: the Resource Selection Criteria, the Service Level, and the Overflow CSQ. The Resource Selection Criteria determines how the system selects the most appropriate agent for each contact based on the agent’s competency level and availability. The Service Level defines the percentage of contacts that should be answered within a specified time threshold. The Overflow CSQ specifies another CSQ to which the contacts are redirected when the current CSQ reaches its maximum capacity or when the contacts wait in the queue for too long. These three fields are essential for defining a CSQ in Cisco Unified Contact Center Express Enhanced. The other fields, such as Agent Name, Automatic Work, and CCX Application, are not used in defining a CSQ, but rather in configuring other aspects of the system, such as agent settings, workflow groups, and scripts. References: Cisco Unified Contact Center Express Design Guide, Release 11.0 (1), [Cisco Unified Contact Center Express Administration Guide, Release 11.0 (1)]

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/configuration/guide/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express/UCCX_BK_CECBFBF7_00_cisco-unified-contact-center-express_chapter_0100.html

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Provision of Additional Subsystems

The three components that are installed from the Cisco CRS Installer media are the Cisco CRS Engine, the Cisco Recording, and the MS SQL Server. The Cisco CRS Engine is the core component of the Unified CCX system that provides the call processing, scripting, and application integration functions. The Cisco Recording is the component that enables the recording and playback of agent calls for quality monitoring and training purposes. The MS SQL Server is the component that provides the database services for the Unified CCX system, such as storing configuration data, historical data, and agent data. The other components listed are not installed from the Cisco CRS Installer media. The iPlanet Web Server is not used by the Unified CCX system, as it uses the Apache Tomcat Web Server instead. The Cisco IP Telephony Windows 2000 Server OS is not a component of the Unified CCX system, as it uses the Linux-based Cisco Unified Communications Operating System. The Cisco Unified CallManager is not a component of the Unified CCX system, but a separate product that provides the call control and signalingfunctions for the IP telephony network. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 1: Installing Cisco Unified Contact Center Express > Topic 1.1: Cisco Unified CCX Installation Overview1

The trace configuration interface is used to configure debug parameters for log files in Cisco Unified Contact Center Express (UCCX). This interface allows the administrator to set the trace level, trace output, and trace file size for different UCCX components and services. The trace configuration interface can be accessed from the UCCX Serviceability web page by selectingTrace > Configuration from the menu. The trace configuration interface also provides the option to view the current trace settings and download the trace files for troubleshooting purposes. References: Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1) SU3 - Cisco Unified CCX Serviceability, Use CLI to Collect Unified Contact Center Express Logs - Cisco

 The Agent email feature is available only in the Cisco Unified Contact Center Express Premium package. The Agent email feature is a basic email queuing and response system that allows agents to handle customer emails from the Cisco Agent Desktop. The feature supports email routing, email prioritization, email response templates, email attachments, email history, and email reporting12

The other options are not correct:

• Premium and Enhanced: The Agent email feature is not available in the Enhanced package. The Enhanced package supports only voice and chat interactions12
• Premium, Enhanced, and Standard: The Agent email feature is not available in the Enhanced and Standard packages. The Standard package supports only voice interactions12
• Premium and Standard: The Agent email feature is not available in the Standard package. The Standard package supports only voice interactions12

References: 1: Cisco Unified Contact Center Express Data Sheet - Cisco 1 2: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - Features [Cisco Unified Contact Center Express] - Cisco 2

 The Cisco Unified CCX steps that would make an HTTP request are Cache Document and Send Http Response. The Cache Document step sends an HTTP GET request to a specified URL and stores the response in a Document variable. The Send Http Response step sends an HTTP response to the client that initiated the HTTP request. The response can include a status code, headers, cookies, and a body1, pages 2-81 and 2-82. The following steps do not make an HTTP request:

• Create URL Document: This step creates a URL Document variable from a string or a URL. The step does not send or receive any data over the network1, page 2-78.
• Write Document: This step writes a Document variable to a file on the local disk or a network share. The step does not use the HTTP protocol1, page 2-79. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2)

The database subsystem is used to communicate with external database servers and execute SQL queries from Unified CCX applications. The database subsystem is available only if the system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If the database subsystem is not configured, it will show as out of service on the Control Center page of AppAdmin. This means that the database subsystem is not operational and cannot process any requests from the applications. To configure the database subsystem, you need to add database resources and specify the connection parameters for each database server that you want to access from your applications. You also need to enable the database subsystem from the Control Center page after adding the database resources. References: Cisco Unified Contact Center Express Administration Guide, Release 11.5 (1) - Database Subsystem Configuration

Cisco Unified CCX Premium is the product that the organization needs for the capability of collecting an account number from a customer via IVR prompting, and then using a keystroke macro to insert the account number into the agent’s CRM desktop application. Cisco Unified CCX Premium is the highest-level package of Cisco Unified CCX, which offers the most features and functions for customer contact interaction management. Cisco Unified CCX Premium supports advanced IVR capabilities, such as database integration, custom scripting, and HTTP-based data exchange, which enable the organization to collect and validate customer information from various sources. Cisco Unified CCX Premium also supports CTI integration, which allows the organization to use keystroke macros to automate the interaction between the agent desktop and the CRM desktop application. Keystroke macros can help the organization to improve agent productivity, customer satisfaction, and data accuracy, by reducing the need for manual data entry and lookup. Cisco Unified CCX Premium also supports outbound campaigns, email and chat interactions, quality management, and workforce management, which are not available in the lower-level packages of Cisco Unified CCX. Cisco Unified CCX Standard and Enhanced do not support the capability of using keystroke macros to insert the account number into the agent’s CRM desktop application, as they do not support CTI integration. Cisco Unified CCX Enterprise is not a valid product name, as Cisco Unified CCX is only available in Standard, Enhanced, and Premium packages. Cisco Unified IP IVR is not a product name, but a feature of Cisco Unified CCX, which provides basic IVR functionality, such as call routing, queuing, and self-service. References: Cisco Unified Contact Center Express 11.6 Data Sheet - Cisco1 Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Learning Tree2 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 2: Unified CCX Product Overview, Section 2.1: Unified CCX Product Packages, Page 1

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

The CallSubflow step and the Trigger Application step are two Cisco Unified CCX steps that can invoke another Cisco Unified CCX application script. The CallSubflow step allows a script to call another script as a subflow, which can return values to the calling script. The Trigger Application step allows a script to trigger another application by using one of its associated triggers, which can be either a Unified CM Telephony trigger or an HTTP trigger. Both steps can be used to modularize the script logic and reuse existing scripts. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.0(1) - Call Subflow Step 1 and Trigger Application Step 2

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com